Customer Advocacy Manager jobs in Hialeah, FL

IGT Glass Hardware is a company with over 15 years of experience in the glass hardware field. We are proud to have been recognized as a Top 40 Best Place to Work in South Florida for two years in a row, thanks to our vibrant work culture, which encourages creativity and innovation. At IGT, we believe in investing in our employees, providing them with the tools and resources they need to thrive and advance in their careers. Our culture promotes growth, ownership, teamwork, and lifelong learning, resulting in high-quality work and a positive work environment.

We are committed to promoting diversity and inclusivity, creating a welcoming and accepting environment where our employees can be their authentic selves. At IGT, we value respect, fairness, and dignity for all, regardless of gender, race, sexual orientation, religion, or culture. We believe that a diverse and inclusive workplace leads to greater innovation and creativity, and we work hard to foster a sense of belonging and camaraderie among our team members.

As the Customer Experience Manager at IGT Glass Hardware, you will oversee a team dedicated to delivering exceptional service, leveraging your expertise in our products to provide accurate information and resolve customer inquiries. Youll ensure that communication, particularly through email, is clear, professional, and timely, while also driving sales performance through upselling and customer engagement. Your leadership will be key in mentoring your team, setting performance goals, and fostering cross-department collaboration to enhance the overall customer journey. With a keen eye for detail, you will analyze feedback, optimize processes, and implement strategies to improve satisfaction and loyalty. In this role, youll also act as the escalation point for complex issues, ensuring efficient resolution.

• Proven experience in customer service, sales, or a related field, with a minimum of 3 years in a leadership role.
• Bachelor's degree in Business Administration, or a related field is preferred.
• Strong product knowledge or the ability to quickly learn and understand technical product details.
• Exceptional communication skills, with a focus on email etiquette and professional correspondence.
• Demonstrated ability to lead and motivate a team, with experience in setting and achieving performance goals.
• Detail-oriented mindset with strong organizational and problem-solving skills.
• Proficiency in CRM systems, customer service software, and Google Suite.
• Goal-driven and able to work in a fast-paced, results-oriented environment.
• Ability to collaborate effectively across departments to achieve common objectives.
• Bilingual proficiency in English and Spanish is required.